New Feature: VIP Contacts

Some callers shouldn't have to explain who they are every time. Now you can flag your VIPs once, and your agent takes it from there, recognizing them instantly and routing them straight to your team.

What's New:

• Flag any contact as VIP with one toggle: No forms, no extra steps, just switch on ‘Is VIP’ right from the Contacts list.

• Add a VIP before they've even called: Click Add Contact, enter their number, and turn on "This is a VIP Customer" so they're recognized from their very first interaction.

• Filter straight to your VIP list: Use the Categories dropdown to pull up only your VIP contacts, skip everyone else, and get straight to the callers who matter most.

• VIP status sticks, everywhere: Once flagged, a contact stays marked as VIP across every future call and chat, so your team always knows who they're talking to.

Impact Created:

Your best callers stop blending in with everyone else. One toggle is all it takes to make sure your team recognizes and prioritizes the people who matter most, every single time they reach out.

Enhancements

• Choose exactly where AI Recommendations get saved: When your agent misses a question it should've known, insurance coverage, pricing, scheduling, you can now save that Q&A directly to your Agent Knowledge Base or Business Knowledge Base, right from the recommendation. Pick which category it belongs to, write the answer, and your agent knows it next time, no separate setup needed.